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In the Cisco Unity 4.1.1, after the MWI is lit and the Messages button is pressed in order to retrieve the new message from the TUI, the "Hello, you have no new messages" message plays

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Core Issue

In the Cisco Unity 4.1.1, the number of new voice messages is announced to the subscriber, but the new messages are not presented. Also, there is no option when logged into voicemail to listen to new messages. Cisco Unity does not play the Press 1 for new messages message. A caller can successfully leave a Voice message. The Voice message arrives in e-mail. The Message Waiting Indicator (MWI) appears on the phone. If the message is read or listened to through the Microsoft Outlook client, the MWI successfully disappears. But, when the Messages button is pressed and the password is entered on the phone in order to retrieve the message from the Telephony User Interface (TUI), the login is successful but the Hello, you have no new messages message plays. There are no errors in the event logs.

Resolution

This issue is documented in Cisco bug ID CSCsc21517. This issue occurs with a Cisco Unity 4.1(1) that is integrated with an Exchange message store when the Exclude All Receipts option is enabled in the registry at HKLM\Software\Active Voice\Conversations\1.0. A possible workaround for this issue is to set the Exclude All Receipts option to zero in the registry at HKLM\Software\Active Voice\Conversations\1.0. Please note that this causes receipts to be played back in the user inbox.

In order to avoid this and resolve the issue, install the Engineering Special version 4.2(0.15), 4.1(1)ES11, 4.1(1)ES19 . This issue is fixed in Cisco Unity 4.2.

Problem Type

Voicemail problems

Voicemail System

Unity

Failure Type

Incorrect tone, music, greeting, prompt, message, announcement, etc.

Error message

Cannot search, access a page, data, port or other device; cannot play back or retrieve voicemail or mail; cannot locate

When Problem Occurs

When pressing messages button

End Where Problem is Heard or Device Type Involved

IP phone

CallManager Voicemail Services

Message waiting (MWI)

Unity Version

Unity 4.x

User Interfaces

Telephony user interface (TUI)

IP Phone Components

Messages button

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